Complaints

This profile includes complaints for Waffle House's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Waffle House

  5986 Financial Dr Norcross, GA 30071-2949

• 

  Waffle House

  1021 Dillerville Rd Lancaster, PA 17603-2613

• 

  Waffle House

  2101 Cherry Ln Bethlehem, PA 18015-9542

• 

  Waffle House

  5424 Whipple Ave Canton, OH 44720

• 

  Waffle House

  11520 Springfield Pike Springdale, OH 45246

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Waffle House on 5/4/2023, Store #**** at 8 pm at the Brown ****** location in ********************* the *************** center. I had the worst experience at this Waffle House in my 40 years of going to the Waffle House. I called over 15 times to place an order and the phone continuously kept ringing and when I arrived, there was only 2 customers in the restaurant.I asked the young lade with the tattoos all over her face/arms and blue contacts in her eyes was there any particular reason why they weren't answering the phone and she replied "Bitch don't be coming in here with an attitude".I didn't come in the restaurant with any disrespect and my tone was very pleasant and didn't warrant that respond and blatant bad treatment. This employee kept cursing at me and the "Manager" didn't do anything to combat this behavior. I have video of the interaction and I would like something to be done immediately about these 2 employees. The manager was a short Caucasian women with blonde hair and eyeglasses.I then left and went to the Waffle House off hwy 20 and have the best experience, day and night from the Brown ****** location store no #****. ******************** and ******** exhibited the best customer service and should be recognized for this at the hwy 20 location.

  Business Response

  Date: 05/08/2023

  Unfortunately, we have no record of this customer contacting us via our website Contact form to make us aware of their recent experience, therefore affording us an opportunity to address their concerns prior to them contacting the Better Business Bureau.

  We would like to have the appropriate ***************** Team or franchise owner follow up with the customer. However, in order for that to happen, we need the customer to complete the Contact form on our website, www.wafflehouse.com, making sure to include their name, select the specific location visited, specify the date and time of the visit, provide details of their concerns, and provide a phone number where they can be reached. Once completed, a report will immediately be transmitted to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures in place for handling customer concerns.

  We apologize this guest was unable to enjoy their recent visit as anticipated and look forward to them completing our Contact form at their earliest convenience so as to avoid any further delays in the appropriate parties following up with them.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20022089
  
  I am rejecting this response because: I did contact the store manager *** and spoke with her the very next morning after the incident and I would like to speak with someone from your office. This is very disturbing that you are not trying to address this issue properly.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/08/2023

  Once again, in order for the appropriate party to contact the customer regarding their concerns, we need the customer to complete our website contact form. If the customer is unwilling to do so, there is nothing more we can do to attempt to have the appropriate ***************** team or franchise owner, not a Unit Manager, follow up with the customer.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20022089
  
  I am rejecting this response because: Check your website as I have done that. I also tried to call your office that morning as was put into a recording. I have filed the complaint on  your website.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The latest incident occurred the morning of 4/30. There were 4-5 people on staff and ONE other customer already eating when I came in. I ordered to-go and they forgot all the breakfast meat from my order. When I called they told me I could drive 15 minutes in the rain back to get it or tell them next time I come in because none of them know how to use the *** system so they cannot give a refund. My waffle was also severely undercooked. I am a regular here only because it is close to my house. Routinely the workers at this location will mess up my to-go orders. They will have absolutely no one in there, no less than 4 employees working and forget parts of the order I have already paid for or undercook the waffles. The workers do not know how to use their *** system or how to work credit cards properly. Overall this location shows a severe lack of management and training.

  Business Response

  Date: 05/01/2023

  Unfortunately, we have no record of this guest contacting us via our website Contact Form to make us aware of their concerns, therefore affording the appropriate ***************** Team or Franchise Owner an opportunity to address their concerns prior to their contacting the Better Business Bureau.

  We would like to have the appropriate person follow up with them. However, in order for that to happen, we need the guest to complete our online contact form making sure to select the specific location they visited, date and time of visit, details of their concerns, and a phone number where they can be reached. Upon completion of the form, a report will automatically be generated and immediately sent to the appropriate parties for review and follow up with the guest based on our protocols and procedures for addressing customer concerns.

  We apologize this guest was unable to enjoy their recent visit as anticipated and look forward to them completing the form at their earliest convenience in order to avoid any further delay in the appropriate parties contacting them regarding their concerns.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19999702
  
  I am rejecting this response because: I chose the correct business when I filed my report and the attached image shows a time and date stamp as well as the address of the location I visited at the top of the receipt. This is a cheap way for them to try and avoid blame for a routine issue they need to address. If calling the location is not enough to get someone from their staff to respond to the issue appropriately then I am not jumping through hoops to get them to be better, that is what we have forums such as this for, to help customers get in touch with businesses to resolve issues. When the issue is this prevalent and continuous, hiding behind a Contact Us page on your website is obviously not working to get anyone to correct the behavior. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/02/2023

  Unfortunately, we still have no record of this guest contacting us directly. If they are unwilling to file an official report directly with our business via the website contact form as we've requested, there is not much more we can do to assist them.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19999702
  
  I am rejecting this response because: bad excuse for poor customer service. My contact details are included in this complaint. If they would like to make things ****** difficult by trying to require customer's jumping through additional hoops instead of using the tools provided by BBB to resolve the issue, then that's their choice and their BBB rating should reflect it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order online and paid for my order online. There was no one at the store when I arrived. Money was taken from my account. I would like a refund or my order I placed online. Thank you, ***************************.

  Business Response

  Date: 04/26/2023

  We are in receipt of the comments entered by the guest via our online contact form at 5:22 am EST today (4/26/23). Our records indicate he was contacted by the Division Manager within 12 minutes of entering his comments. The Division Manager's notes indicate he apologized to the guest. Furthermore, she notes she was on her way to the restaurant at that time to ensure his charge, as well as any other customer orders placed while the location was temporarily closed due to short staffing, were reversed before they posted to customer accounts.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4-23-2023 around 11 am I entered the Waffle House in south ********** it was full I sat in a chair to wait. I had to use the bathroom so I went. When I came out there was an empty booth I asked the waitress about it and she said no I couldnt use that one because other people where before me and I kindly told her that I had been waiting before those people got here that I had just stepped into the rest room. She said she hadnt seen me sitting and waiting so to not argue with the waitress I went to sit back down. Another booth came available so I got up to go sit in it and a waiter told me I could sit there that they were going to give it to someone who already had a booth the the waitress said I couldnt sit there because I was by myself and I told her there is another person is with me and they would be here in a minute. Then a few minutes later the waiter said I could get the booth so I went and sat down in it Then the waiter came and told me that I couldnt sit there without ordering and asked where my other person was I told them that he would be here in a minute. Then the waitress came to the booth and told me that they couldnt let me hold a booth that I need to move and wait till my person got here. I told her that I was going to order something to eat I hadnt even had time to look at the menu she left and a minute later the waiter came over asked for my order ******* me and asking where my other person was. I told him I did know what I want and picked up the menu to look for it he rushed me through it. The other person arrived and sat down and the waiter tried to rush him with his order. The waiter was ******* us and sloshed our drinks all over the table and didnt apologize nor try to clean it up. The waiter and waitress was rude and harassed me in the span of 10 minutes since I walked in the door and before the other person got there Even if I was going to be there by myself I had a right to do a booth without harassment from the people who work there.

  Business Response

  Date: 04/24/2023

  Unfortunately, we have no record of this customer completing out online contact form. Therefore affording us an opportunity to have the appropriate ***************** team or franchise owner follow up with them regarding their concerns prior to their contact with the Better Business Bureau.

  We would like to have the appropriate person follow up with them. However, in order for that to happen, we need the customer to complete the contact form available on our website, www.wafflehouse.com, making sure to select the specific location they visited, dated and time of visit, details of concerns, and a phone number where they can be reached. Upon completion, a report will immediately be transmitted to the appropriate parties for review and follow up with the customer based on our protocols and procedures for handling customer concerns.

  We apologize this guest was unable to enjoy their recent visit as anticipated and look forward to them completing the contact form at their earliest convenience to avoid any further delay is the appropriate party contacting them to address their concerns.

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:

   

  I have filled out the contact form on WaffleHouse.Com on 4/24/2023 @ 1:50pm
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday April the 14th I placed an online order for the store at ************************************** Tex and I arrived to the store for pick up and was told to wait 15 minutes more so I went in 20 minutes later and I was told to give them 3 minutes so I waited 10 minutes went back in to be told that the order was not started yet because they had a larger order so I asked for a refund and I was told that they couldnt give me one because theres no manager available so therefore the black employee said. Its always the black ones who are terrible customers so after the back and forth they called the police on me because I didnt want the food I wanted a refund but after being locked in the store by staff I was told to wait until police arrived and I was let out after demanding but unfortunately I didnt receive any refund or food

  Business Response

  Date: 04/19/2023

  Unfortunately, we have no record of this guest contacting us directly via our website contact form to make us aware of her recent visit. Therefore affording us an opportunity to investigate and follow up with her prior to her contact with the Better Business Bureau.

  We would like to have the appropriate ***************** team or Franchise owner follow up with her regarding her concerns. However, in order for that to happen, we need the guest to complete our online contact form, making sure to select the specific location visited, the date and time of visit, details of her concerns, and a phone number where she can be reached. The contact form will also has the ability for the guest to upload a screenshot of her original order details.

  Once the form is completed, a report will be immediately transmitted to the appropriate parties for review, investigation, and follow up with the guest based on our protocols and procedures for addressing customer concerns.

  We apologize this guest was unable to enjoy their experience as anticipated and look forward to her completing our online contact form at her earliest convenience so as to avoid any further delay in the appropriate parties following up with her.

  Customer Answer

  Date: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date occurred 4/16/2023 1-2 AM. Waffle House Store # ****. My friends and I arrived to eat at Waffle House. An employee by the name of **** refused to served us and told us to leave. She also threatened us in the business and then disappeared on the clock for an hour. Another employee stated she always gets into it with customers. Security was brought inside, telling us to leave. We asked to speak to a manager about the behavior, no manager present. She is a threat to customers and the community.

  Business Response

  Date: 04/18/2023

  Unfortunately, we have no record of this guest contacting us via the contact form on our website therefore affording us an opportunity to investigate and address their concerns prior to their contact with the Better Business Bureau.

  We would like to have the appropriate ***************** team or franchise owner follow up with the guest. However, in order for that to happen, we need the guest to complete the contact form on our website, making sure to select the specific location visited, provide the date and time of visit, details of their concerns, and a contact number where they can be reached.  Once completed, the information will be immediately forwarded to the appropriate parties for review, investigation, and follow up with the guest based on our protocols and procedures for addressing customer concerns.

  We apologize if this guest was unable to enjoy their recent visit as anticipated and look forward to them completing our online form at their earliest convenience to avoid any further delay in their concerns being investigated.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out 3 times and have yet to receive a call back or email to follow up with my issue. I am filing this complaint because your store locations have no resolution to fixing issues. The management is unaware of policies, doesn't handle customer complaints, and cannot provide proper steps into finding a resolution. They don't know their district managers full name, lack of ways to contact anyone to fix an issue as well. I've explained 3 times in a detailed email my problem. I've provided pictures as well. If the store cannot resolve my issue I would like to be contacted by someone who can. I ordered food it was made incorrectly. I tried to show them what I ordered versus what I received. I ordered fried biscuits instead I got toast. I ordered sausage instead I received bacon. I don't eat bacon at all. This shouldn't be this difficult to fix when the error was made by the employee within this location. It's not like I don't have the proof of purchase and the food which is untouched. I want a resolution to this situation and I've went to all angles to fix it and nothing has been fixed

  Business Response

  Date: 04/11/2023

  We are in receipt of the comments this customer entered via our website contact form, the first contact being 4/6/23 at 9:41 am EST, the second contact being 4/11/23 at 5:57 am EST and the third being 4/11/23 at 9:38 am EST.

  Our records indicate the division manager attempted to reach the guest several times over a 48 hour period after the initial comments were entered, but had to leave voicemail as the guest did not answer. There is no indication the guest ever returned any of the messages left during that 48 hour period.

  Due to the follow up comments entered today, the management team will make one final attempt to reach the guest. However, if the guest is not willing or able to answer the call and does not return management's calls, there is not much more we can do to assist the guest.

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My brother and I went to waffle house on *********** in ******** **. It was 4 am when we pulled up. All of the employees were outside smoking weed in the parking lot with their vehicles facing away from the building. We were told that they were closed because they were busy and needed a break. The female on the passenger side asked us what we were trying to get as if they were gonna fix our food. We were not able to eat and we were highly upset. This unacceptable!

  Business Response

  Date: 04/03/2023

  Unfortunately, we have no record of this customer contacting us via our online contact form, therefore affording us an opportunity to investigate and address their concerns prior to their contact to the Better Business Bureau.

  We would like to have the appropriate ***************** Team or Franchise Owner follow up with them. However, in order for that to happen, we need the customer to complete the online contact form on our website, www.wafflehouse.com. The customer needs to make sure to select the specific location they visited, include date and time of visit, details of their concerns, and a contact number where they can be reached. Once completed, a report is immediately transmitted to the appropriate parties for review, investigation, and follow up with the customer based on our protocols and procedures for addressing customer concerns.

  We apologize this guest was unable to enjoy their visit as anticipated and look forward to them completing our contact form at their earliest convenience so the appropriate parties may adequately investigate their concerns and follow up with them.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very rude young lady working this morning when me and my wife went for breakfast. We kept letting the rudeness slide because its early, and I just want the food. Well the young lady got extremely frustrated with my wife because she thought they were saying the chilli was gooie so she just said she just doesnt want it. I didnt even ask them to take it off the bill or nothing, but the young lady got so frustrated that her and my wife got into a all out shouting match with each other over something that was so small. The manager came and gave me a full refund and we left the store. I apologize to the cooks for having to cook all that food for nothing. The young ladys name was ************** believe. March 22, 2023 around 10:30am

  Business Response

  Date: 03/23/2023

  Unfortunately, we have no record of this customer contacting us directly regarding their concerns, therefore affording us an opportunity to address them prior to their contact with the Better Business Bureau.

  We would like to have the appropriate ***************** team or Franchise owner follow up with the customer. However, in order for that to happen, we need the customer to complete the Contact Form on our website www.wafflehouse.com. They will need to make sure to select the specific location they visited, date and time of visit, details of their concerns, as well as a phone number where they can be reached. Once completed, an official report is immediately transmitted to the appropriate parties for review and follow up with the customer based on our policies and procedures for addressing customer concerns.

  We are sorry to hear this customer was unable to enjoy their recent visit as anticipated and look forward to them completing the Contact Form at their earliest convenience to avoid any further delay in investigating and addressing their concerns.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to eat on Friday 3/17/23 and it smells strong of bleach when I went in to set down , I ordered my food , ate them left. Did not get up and walk around . Sat in the booth closest to bathroom as I told the manager when I called to address my issue. I had on brand new shoes ( have recipes of the shoes ) I left and noticed one of my shoes was completely bleached on the toe completely ruining them . I called the store and was basically laughed at , called corporate and was told to send a picture of the shoes and the receipt which I did and was never contacted again by them . A guy named *** contacted me that day saying they dont use bleach and he would view the camera and call me the next day .. *** left several messages with him and corporate and get no response . I just want my shoes replaced as they should be. I am uploading the pictures, of the bleached shoe and receipt of what was paid for them.

  Business Response

  Date: 03/21/2023

  Our records indicate this guest completed our online contact form on March 16th at 2:03pm, stating her visit occurred on 3/16/23 at 10am and selected the "Compliment" option. We also have record that the guest contacted our office the same day and spoke to someone in our General Liability (**) department who explained the process for investigating her claim and requested photos of alleged damage as well as proof of purchase. The original documentation submitted by the guest on 3/17/23 to our ** department did not contain all necessary information, which ** explained to the guest. Lastly, our records indicate that the ** department received adequate documentation on 3/20/23 (yesterday) and were in contact with the guest the same day acknowledging receipt of the requested documentation.

  Based on our records, our ** department is actively investigating and working on the guest's claim. Upon completion of their investigation, they will follow up with the guest regarding their findings.

  Customer Answer

  Date: 03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************